Strategic Leadership & Service Transformation
Develop and lead a comprehensive service strategy for the B2A segment, aligned with the department's structure and business goals
Act as a change agent, driving improvements in partner support models within a matrixed organizational environment
Define and track key performance indicators (KPIs) and success metrics to ensure service quality and partner satisfaction
Conduct competitive analysis and benchmark B2A service offerings against industry standards and best practices
Operational & Commercial Alignment
Analyze operational workflows and evaluate them for alignment with commercial needs and service quality standards
Understand B2A partners' pain points to implement improvements that balance customer needs with operational efficiency
Collaborate with Operational Managers to design and optimize support processes that enable scale, efficiency, and partner-centricity
Stakeholder & Partner Engagement
Maintain regular communication with B2A partners on operational matters, including deal processing and client management
Serve as the primary liaison between operational teams and B2A business stakeholders
Facilitate cross-functional collaboration with other service teams and Commercial leadership to ensure partner needs are understood and met
Team & Process Management
Work alongside Operational leaders to build team structures that effectively support the B2A business line
Participate in or lead restructuring and process improvement initiatives, ensuring efficient service delivery
Support team leads in performance management, ensuring service teams meet expectations and quality standards
Requirements
Proven experience in service operations or customer experience leadership within the travel industry is required
Demonstrated track record of strategic transformation, including defining and implementing service improvement initiatives
Experience working in matrix or cross-functional environments is strongly preferred
Ability to work with data: interpret dashboards, build presentations, and make data-driven decisions
Strong command of MS Office tools (Excel, PowerPoint, Word), Google Sheets, Tableau, BI tools
Knowledge of customer satisfaction metrics (NPS, CES); ability to define and optimize them
Strong leadership skills with experience managing or influencing large teams
Excellent communication and stakeholder management skills
Leverage multi-cultural experience and understanding of cultural differences to navigate diverse partner expectations and requirements
High emotional intelligence; able to navigate ambiguity and resolve conflicts
Strategic thinker with analytical mindset
Resilient and adaptable in a fast-paced, constantly changing environment
Collaborative team player with strong sense of accountability and attention to detail
Benefits
Flexible schedules and opportunity to work remotely
Ambitious and supportive team who love what they do, appreciate each other, and grow together
Internal programs for adaptation and training, development of soft skills, and leadership abilities
Partial compensation for participating in external training and conferences
Corporate English school: Group and individual lessons, speaking clubs with colleagues from all over the world
Corporate prices on hotels and travel services
MyTime Day Off - an extra non-working day without loss of compensation
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